Customer Experience

Our Philosophy
Customer Journeys
Support & Services
Contact Us

Customer Experience Support

Brand aligned customer experience is what drives all elements of TA6 support.

Our Philosophy

Customer experience begins from the first time a potential customer sees your brand and is embedded in every stage of the customer journey. The journey between these stages should be frictionless and consistent.

At TA6 our philosophy is that great customer experiences are built around strong brand values and “Meeting People Where They Are”.

  • Build clear brand values showing people who you are
  • Understand who your customers and potential customers are
  • Identify where they are in their needs and expectations

The future for fitness and leisure will be based on the delivery of a truly personal service, aligned ecosystems and maximising technology, process and people resources.

Customer Journeys

The customer journey is a continuous cycle based on 4 key stages which should flow seamlessly.

We provide full customer experience review and audits – an end-to-end review of the customer journey from acquisition, onboarding, engagement and reactivation presented with recommendations for opportunities to improve.

We believe in a frictionless journey that is dependent on maximising the alignment of all systems and solutions.

TA6 can provide education, advice and recommendations for building effective journeys for acquisition and purchasing, member onboarding and engagement and retention strategies.

Our Support and Resources

Creating Strong Brand Values

  • Competitor analysis and pricing review
  • Branding review and recommendations
  • Branding design and implementation
  • Analysis of member and local demographics



  • Sales Process audit and review
  • Building effective acquisition and campaign strategies
  • Annual campaign design, support and assets
  • Sales Champion Development Programme – This series of training modules will set your team up with tools and skills to fill the gap of not having a dedicated sales team in place.


Supporting effective new member journeys and pathways.

  • New member journey review and audit
  • Support to build effective strategies and processes
  • Product design, creation and assets
    • MySuccess
  • Digital journey support
    • Review of current journey platforms, stages and content
    • Project time to build content and align systems and communication platforms
  • Team Training
    • Understanding effective member journey workshops
    • Effective implementation and launch – webinar or workshop
    • Effective long term management – KPIs, tracking and consistent behaviour change management
    • Fitness Team new member support training
    • Front of House training


  • Review and audit of retention strategies
  • Understanding retention workshops
  • Delivering quality online services
    • Livestream Legends workshop
  • Managing customer feedback
  • Effective Gym Challenge strategies
  • Creating persona-based customer engagement
    • On-site engagement plans
    • Digital journeys
    • Social media campaigns
  • Social media skills training and support


  • Strategies for identifying and managing at risk members
  • Retention Interaction Training
  • Review and audit of cancellation process

Our Success is Your Success

We want all our clients to achieve great success through our support and here you can read about some of those results.

“We have been with Alliance for many years, and recently renewed our contract with Alliance (TA6), as we see them as an integral partner for our authority. Our account manager Neil, provides a wealth of experience that not only gives us invaluable marketing support, but real insights and guidance when it comes to our business planning, strategic support, staff training, procedures and best practice. TA6 enable us to compete more effectively in an ever changing market, especially locally against the larger chains & budget operators.” NPS Score 10
Scott Grant
Health and Fitness Manager, Corby Borough Council

Get in Touch

To request a FREE REVIEW or ask a question about our customer experience services please leave your details below and a member of the team will be in touch.

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